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eBay Buyer Broke Item and Wants Refund

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eBay Buyer Broke Item and Wants Refund

eBay Buyer Broke Item and Wants Refund


Dealing with buyers on eBay who break items and then request refunds can be a frustrating experience for sellers. This article aims to provide guidance on how to navigate such situations effectively, ensuring a fair resolution for both parties.

Understanding the Situation

When a buyer breaks an item they purchased on eBay and subsequently demands a refund, sellers often find themselves in a difficult position. It is crucial to assess the situation carefully and understand the facts before taking any action.

Steps to Take

  1. Document the Damage: Ask the buyer to provide photographic evidence of the damaged item to assess the extent of the breakage.
  2. Contact eBay Support: Reach out to eBay’s customer support team to report the issue and seek guidance on the next steps.
  3. Negotiate with the Buyer: Communicate with the buyer in a professional manner to discuss potential solutions, such as a partial refund or return of the item.

Frequently Asked Questions

Q: What should I do if a buyer claims the item arrived broken?

A: Request photos of the damaged item and assess the situation before offering a resolution.

Q: Can I refuse a refund if the buyer broke the item themselves?

A: You can explain the situation to the buyer and provide evidence to support your decision.

Q: How can I prevent buyers from breaking items and demanding refunds?

A: Ensure proper packaging and handling of items before shipping to minimize the risk of damage during transit.


Dealing with eBay buyers who break items and request refunds requires patience, communication, and a thorough understanding of eBay’s policies. By following the steps outlined in this article and maintaining professionalism throughout the process, sellers can navigate such situations effectively.

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